Opportunity

Improve patient care delivery by decreasing administrative burden and activating evidence-based decision making. Delivering a reliable, performant, and user-friendly experience will enable care staff to provide the best care to their patients.

From June 2016 to April 2017 I was part of a software team that was tasked with helping a large healthcare organization improve their value-based patient programs so they could deliver better care while also lowering overall cost. Based on dozens of early onsite discovery and framing interviews our team conducted with healthcare professionals from across the organization, we identified a few key problem areas keeping them from achieving their goals:

  1. Care delivery is an arduous task, a consequence of staff required to use a multiverse of burdensome systems and screens.

    Within disparate areas of the organization, we observed back office staff using a wide variety of workflow tools often used at the same time via multiple monitors. Consequently, staff found their workflow incoherent and disjointed which was compounded by the unsatisfactory usability and reliability of these systems. This made performing even the most basic task tedious and time intensive which resulted in overworked, burnt-out employees and fewer patients being cared for.

    How might we better enable back office staff to achieve their care delivery goals while improving job satisfaction and quality of life?

  2. Program goals difficult to achieve due to lack of aggregate, accessible, and realtime performance reporting.

    Tracking progress daily or even weekly by staff was not readily available which left teams unsure of whether they’d meet their goals. Data sources had to be manually aggregated, scrubbed, and analyzed which was extremely time consuming and was never good enough to drive decision making. By the time reports were disseminated to the appropriate staff, they were out-of-date and no longer relevant or actionable.

    How might we empower healthcare pros from all corners of the organization to align on shared goals and provide the most appropriate level of care to patients?

Approach

Empower healthcare pros through people centered design.

Each design decision the team made was informed by extensive discovery interviews, on-site workflow observation, personas, and weekly user research sessions. Close collaboration with our business partners was critical to co-creating features that sought to meet an explicit immediate need. These primary methods enabled incremental and rapid refinement of the experience based on the needs of the healthcare pros we were serving.

What we built

We delivered a value based care delivery platform that is responsive to the ever-changing needs of care staff and their patients.

Features were prioritized based on usefulness, impact, and overall user value. Usability testing was conducted at regular intervals which drove design exploration and refinement.

Depicts multiple screen designs from the tool

Patient profile

Example designs depicting a variety of data visualization charts Demonstrates side bar component functionality Example designs depicting a variety of data visualization charts Example designs depicting a variety of data visualization charts

Reporting dashboard

Example designs depicting a variety of data visualization charts Example designs depicting a variety of data visualization charts

Featured work

Population Health Workflow Tool button image

Value based care platform

Evidence-based workflows for improving patient care
BETH Illustration work button image

Brand illustration

Humanizing healthcare revenue cycle